Whether you call them customers, clients, patrons, guests or patients, customers are your organization’s most important asset. And that means customer loyalty should be among your top priorities. No matter when or where the customer journey begins – from websites and online chat to physical locations and call centers – customers expect you to provide a unique and personal experience. How can you use data and analytics to recognize your best customers across channels and know exactly where they are in their customer journey? Keep reading to find out.

The web content management market is growing based on customer experience management needs, including multichannel delivery, content targeting, analytics, and integration with other technologies. Read on to learn about the best in class CXM products.

Download this best practice guide featuring Forrester VP and Research Director Stephen Powers to understand how to build a robust WCM strategy that improves your organisation's online customer experience, while avoiding the top seven WCM mistakes.

In this Forrester Research you'll learn: why responsive design is a philosophy, not a technology, the 7 benefits of a responsive design, and the challenges of adopting a responsive web development philosophy.

Providing a good online shopping experience starts with understanding customer needs and expectations in order to deliver suitable goods and services. Employees expect a similar experience with a Service Catalog.
An effective business service catalog captures employee needs and communicates negotiated service offerings and service level agreements. However, hitting service level targets requires more than just listing services. It’s essential to provide an automated self-service portal and open communication.

We live in an era in which customers expect perfection from their service providers. With competitors only a click (or tap) away, companies have a strong incentive to deliver flawless operations. Online retailers have “set a high bar” in the way they engage customers throughout the entire sales process—not just during the commercial transaction, but before, during and after the transaction. Your operations must be seamless, because individuals enjoy an interconnected and ubiquitous experience. And your operations must be insightful, because every personal and professional interaction is targeted and relevant. A Smarter Process approach helps you to reinvent business operations in the era of the customer.

New cloud-based Internet performance management (IPM) services are changing the way organizations monitor, control and optimize their online infrastructures. They fill the gap APM and NPM tools leave behind by providing valuable insights into the dynamics of the Internet so you can make better informed network planning and partnering decisions. The results, you deliver a consistent and reliable customer experience, protecting your brand and your revenue.

Download our new white paper, Retail Stores of the Future, to learn how you can bring the best of online shopping to brick-and-mortar stores. You’ll see how new digital marketing technologies and strategies can be applied to in-store interactions—so you can create immersive experiences everywhere your customers go.
Read the white paper now to discover:
• How retailers are blending innovative technologies with traditional shopping
• Four key approaches they’re using to build Stores of the Future
• The interactive tools they’re employing to enrich in-store experiences

As consumers, we’re all having more experiences that seem almost magical:
You’re in a mall when suddenly your smartphone beeps. It’s an offer for 20% off a pair of shoes you’ve been looking at online — from the store you just walked past!
As business people, we know it’s not magic, but rather analytics powering these outstanding customer experiences.
Analytics have evolved to the point where they answer an expanding range of useful questions. But understanding the different types of analytics – descriptive, diagnostic, predictive and prescriptive - and how to use them in your business can be challenging.
Download the eBook to learn about the least understood – yet most powerful – tool in the analytic arsenal.
Prescriptive analytics enable you to estimate and compare the likely outcomes of any number of actions, and choose the very best action to advance business objectives. Getting there isn’t as difficult as you think.
Start your journey. Download the eBook today.

2018 is going to a big year for wholesale distribution. Thanks to constant advancements in B2B technologies and capabilities, wholesale is fast catching up with retail, through omnichannel selling, digitalization and global online marketplaces, amongst others.
So, what do these predictions mean for the APAC wholesale market? As buyers come to expect instant, sophisticated and customised service as standard, wholesale businesses will need to embrace technologies that allow them to provide a customer experience on par with B2C.
Download this eBook to understand the most important trends in wholesale distribution in APAC.